Confirmations: what your customer hears, and when
Every moment in a job where the customer — and your team — should be told something, what covers each one today, and the one screen that switches on whatever is missing.
A booking made on your storefront gets a built-in confirmation text and email — that has always been true. What surprises most shops is the other half: a job your staff book over the phone, an appointment you drag to a new slot on the board, a car that becomes Ready — none of those send the customer anything on their own. Confirmation setup is the one screen that shows you exactly which moments are covered, which aren't, and switches on the ones you want.
The moments, and what covers each one out of the box
Switching the missing ones on
- 1
Open Confirmation setup
From Automations → Confirmation setup, or the banner on your dashboard.
- 2
Read what's already covered
Each moment lists what the customer hears and what your team hears — a rule of yours, an agent that's on, or a built-in message and exactly what it misses.
- 3
Leave the ticks you agree with
Everything with a gap is pre-ticked. Untick anything that doesn't fit your shop — a mobile detailer has no “ready for pickup” moment.
- 4
Choose ready-written or your voice
The shipped wording is free and already good. Ticking write these in my shop's voice has the Automation Assistant rewrite each one using your shop voice and service names, for a few AI credits each.
- 5
Press the button
Each one becomes a live automation you can reword, retime or switch off any time under Automations.
Nobody ever gets the same message twice
A moment that already has a rule listening on it is left alone rather than duplicated, and your storefront bookings keep their built-in confirmation. On top of that, the per-customer spacing window blocks two automated texts landing on the same person seconds apart.
Texting has to be live for the text steps to send
Team alerts and tasks work straight away. The customer-facing texts wait on your shop number being connected and automated messaging being on — Settings → Texting.
New shops meet the same list inside the AI Setup Assistant: it proposes the confirmations that fit your shop alongside the agents, and installs the ones you keep ticked when you apply.
Common questions
Will these text my past customers?
No. Automations only react to what happens from the moment they're switched on — a job booked yesterday triggers nothing.
I already turned the built-in booking confirmation off. Does this turn it back on?
No. Confirmation setup never touches your notification settings; it adds automations. If you'd rather write your own booking confirmation, install the automation and leave the built-in one off — running both would be two messages, which the spacing window suppresses but shouldn't have to.
Can I change the wording afterwards?
Yes — every one of them is an ordinary automation. Open it under Automations and edit the message, the timing, the conditions or the cooldown.
Why is a moment showing as covered when I never set it up?
Either a built-in rail covers it (storefront bookings) or an AI agent you have switched on does — the Appointment Reminders agent covers the reminder, the Review Requester covers the review ask. The screen names whichever it is.
Was this helpful?
Ready to run your shop on Service VIN?
Every feature in these docs is in the free trial — no card to start.